Refund policy

At Soft and Wise, your satisfaction is important to us. If you are not completely happy with your purchase, we are here to help.

Returns
We accept returns within 30 days of delivery. To be eligible, items must be unused, unopened, and in their original packaging. Due to hygiene reasons, the following items cannot be returned once opened: face masks, sleep masks, gua sha tools, and any personal skincare devices.

To initiate a return, please email us at hello@softandwise.com with your order number and reason for return. We will respond within 24 hours with next steps.

Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that shipping costs are non-refundable.

Damaged or Wrong Items
If your item arrived damaged or you received the wrong product, please email us within 7 days of delivery with a photo and your order number. We will send a replacement at no cost to you.

Lost Packages
If your tracking shows delivered but you have not received your order, please contact us within 14 days. We will investigate with the carrier and resolve it as quickly as possible.

Exchanges
We do not offer direct exchanges at this time. Please return your item for a refund and place a new order for the preferred item.